Rest API for Requests -reg
Hi, Is any Rest API available to get lists of PRIORITY and STATUS from the Request form? Regards, Kumaresan M
problem
Hi i want to associate an incident to a problem in my version 9.2 in the action list of request tab we do no have associated problem but we have search problem wen i chose this button one windows will open then i can chose associate or new problem. then the incident will add to problem windows but it show under the incident tab also . Why? what is the meaning of associate problem and new problem. more over if i close it in problem tab it still will be stay open under the incident tab. why? in
Support Groups
How I can remove support groups from a site? Also I try to delete support groups but I can't. I check for request, changes and task related in which the support group is in but when I try to delete ServiceDesk display a message saying: it cannot be deleted.
Move ServiceDesk Plus to another server
Hello, I'm trying to migrate my SD (build in 9211 - Windows XP) to a new server (build in 9211 - Windows Server 2012) (Source Server and Target Server) as https://www.manageengine.com/products/service -modules FAQ general -desk / .html steps. When trying to restore the destination server, the process runs for more than 10 hours without any results. It is not displayed error. Just did not finish the restoration. We performed several attempts with the same return. Backup file size: 2,4GB
Remove CMDB license
Hi all, I need to remove the CMDB license because we not use it anymore. I need to know how to do it for testing the system without it. Many thanks Riccardo
Request Approvers Not Being Sent Notifications
We use "Approvers" in several different request templates. It appears that any of them where the requestor is filling in the "approver" field on the form, are working fine. However, the ones that are automatically set up through the Workflow tab to send to $REPORTING_TO$, are not working. Instead of automatically sending a notification and changing the status to "Pending Approval," the status is set to: Approval Status : To Be Sent and a notification is NOT sent. We have to manually send the approval
Certified security SDP+?
Hi Team, I would like to confirm with you if there is a document which certifies that SDP+ is tested and guaranteed under security policies against attacks on web sites and other intrusions that disrupt the safe operation of the tool. Thx.
Service Desk Plus and Zoho Reports
Hi I was wondering if anyone can help with a query about data size in regards to importing data into zoho reports from servicedesk plus. There are various pricing brackets for zoho dependant on the number of rows and records used.From the support tab you can produce a report that shows the total number of tables and count for each of these but I have no idea which of these tables relate to. Is this just the main tickets or does this include archived tickets? We archive any ticket older than 1 year
Notification Rules - Content Variables - Asset Name
After update to Build 9209 the Content Variable Asset Name "$CIName" in Notofication Rule Messages isn't resolved correctly. Instead of the assigned Asset Name from the requester the variable text "$CIName" is shown in the notification messages. This problem occurs in every message the variable is used. All other variables will be resolved as they should. What could be the problem with this variable ?
Delete user from DB
Hello. Could you tell me how to delete SDP user from database (query, mssql)?
How to include my resolution text to default email
Hi, how to edit template or enable somewhere option that if I "Replay to request" > "Resolution" > "my resolution text e.g. how many monitors you need blabla" and select > "Update request status to: Awaiting information from user" then requester also gets email with included my resolution text "how many monitors you need blabla" not just your ticket was edited and link to servicedesk web. Thanks!
Unreceiving Items
How do you unreceive items?
FAILURE :Exception occurred while performing the operation
A user has created a ticket. After IT Servicedesk has completed the ticket with the required fields (categroy, subcategory, item, Service Category, ...) and clicks on 'Update Request' we receive the error message 'FAILURE :Exception occurred while performing the operation' How can we avoid this, is the only opportunity to recreate the ticket?
Form Rules - Add Resolution Text
Hi, I have our Request Closing Rules set so that a Description is required. There are certain ticket's that I want to create a form rule so that when a user changes a status to "Resolved", we automatically add some text in the Resolution Description (e.g. Resolution not required). Can this be done via Form Rules? Will this rule be run when editing multiple tickets? Anybody have a snippet of code? Thanks. Kevin
WorkLog Tab
Good Afternoon! I have just recently upgraded our version of ServiceDesk Plus from 8.1 to the newest 9.1 Build 9114. Is it possible to have the WorkLog Tab placed back where the Tasks log is or to add it to the end of the list? Thank You! WIlliam
Assigning tasks
We have some templates that have up to 15 tasks associated. Based on various criteria the tasks are handled by different . Anybody know of a way to "grab" 7 or 8 tasks and assign them to one person? .. Now you need to click on the tasks, drop down the tech list, select the tech and then apply .. I can select and close or delete all the tasks at once .. but assigning to a person has to be done one at a time
Change DueByTime for some requests
I need change DueByTime for some requests. I have add new holiday but the DueByTime of some requests don't have been modified. Is possible modify this field from any query? Thanks and regards, Gerardo
Service Catalog
Dear Team, How can you add a multiline Textbox to a Service Catalog Resource info and make the questions answers mandatory , as you can see in the below its all a single line textbox and these questions answers cannot be made mandatory
customizing engineers and so dashboard
can i customized my dashboard in sense of there are many engineers and I wish only few selected and on the basis off that dashboard customized?
Adding Request through Service Desk plus API
Hello,, I want to add a code to an aspx button (or normal html button) so when user click on it, it will create a request automatically in Service Desk plus,, I read this link (https://www.manageengine.com/products/service-desk/help/adminguide/api/request-operations.html#add) but I think I need more help.. Thanks
Approval process not enforced
I have a service request template I want to be approved before a technician can work it or it's tasks. The approval IS getting set to the right person. The workflow is set to "Any approver can approve a request, provided the others do not reject" and "Automatically trigger tasks once Service Request got Approved." But a technician can pick up or be assigned the request while the request is still in Pending Approval status. They can even close the task and resolve the request. Ideally I would like
OnBehalfOf Issue
Hi all we have a big issue with OnBehalfOf everytime a technician opens a request and he saves the request we get following error message! Are we the only one with this issue? Version 9.1 Build 9121 Best, Esteban
Custom Views
Has the use of "and" and "or" together been resolved in the custom view area. In the past you could only use one or the other.
SDAdmin group
Hello, Does anyone know if it's possible to see who and when a technician was removed from the SDAdmin Group within Service Desk Plus? And if it is configured to use Active Directory authentication, can AD audting be used to monitor any changes?
API Get Request Specific field(s) input ?
I have integrated ServiceDesk Plus with an external Cherwell API. It works pretty good but I'm trying to improve upon it now. My problem is the following: 1. The normal GET_REQUEST operation gets all standard request detail information for a specific request but does NOT retrieve additional fields. These customer created fields are not returned. Questions: 1. Is there an API operation or an input that will retrieve specific fields by name; such as JobTitle or MobileID? 2. Is there a way to get SD+
Custom Data Achiving
Hi, Is it possible archive requests matching the following rules? Any status and closed date is before 5 years, for example. (It's now 3 years maximum) Thanks, Maria
API Request - getResolution
Hello ! am working on the integration with ManageEngine Support Center using API but i get this here { "response": { "uri": "/api/json/getResolution", "result": { "statusmessage": "Specified request URI incorrect. Parameters missing.", "status": "Failure", "statuscode": "4003" } } } http://<server>:<port>/api/json/getResolution?apikey=5FC54F3A-0F7F-4740-9C6E-E5BE83D26E29e23&id=1010 i dont understand what is the progrem ? Please anyone with idea can assist
Arabic text error
When typing request in Arabic after update the request text come like ??????????? I upgrade to last update build_from: 9200 build_to :9201 patch_name: AdventNet_ManageEngine_ServiceDesk_Plus-9.2.0-SP-0.1.0 updatedon: 17/02/16 What can I do?
Customizing the MEDC Agent
Hi, I was wondering where I can customize the emails/requests that are sent in by users via the Agent. I have have managed to customize reply templates and edit the notification rules on the Admin section of Service Desk Plus, but can't seem to find a section for the MEDC Agent emails.. I've included a screenshot to show exactly which emails I mean. Any help would be greatly appreciated. Thanks in advance! Chris
use ManageEngine to replace paper forms?
We are currently in the process of building up our servicedesk. At the moment we have a paper form that gets filled in by HR, department head, IT and Director is there a way to allow this form to be degitalised in manageengine, have it filled in by the different departments, and then send off to our ServiceDesk for further processing?
Aterisk integration
Hello. Tell me please, whether the appearance of integration is planned with Aterisk systems , meaning it Service Desk plus. At the end of last year, this item was on the list of the following features , is now removed . Thanks in advance for your reply
Removing Support Group
Hi, I'm trying to do some housekeeping and remove old support groups, but even though there are no Techs assigned to a support group, I receive an error message stating 'Groups cannot be deleted' when I try to delete it. How can I delete these groups? Thanks
HTT 500 error and sdp.settings.filepathexists.error
Hello. I download a Standart Free version of ServiceDesk Plus. (Version 9.2 Assembly 9200). System is installed on Windows 2012 Std RUS and MS SQL Server 2012 RUS (Windows 2008R2 RUS). Collation of DB SQL_Latin1_general_CP1_Cl_AS. When I changed the configuration in web menu or I configuring users settings in the system parametrs, I get an error sdp.settings.filepathexists.error. What is it? Where i see the logs. Help me please. Sometimes there is an error 500 , it helps clear your browser
Embedding Youtube Videos in Solutions
Hi, As of now, It is not possible to include HTML content because we don’t have Insert HTML option in Solution Editor. I can manage to get the Insert HTML option by changing some of the parameters in ze_init,js file. Now i have a real issue. If i'm trying to include the iframe code then SDP removes the iframes from description. <iframe width="560" height="315" src=“XXXXXXXXXXXX" frameborder="0" allowfullscreen></iframe> Embedding Videos in Solution is the basic feature for any helpdesk system. I
Change Management - Migrate To New Status
Has anyone configured Change Management - Migrate To New Status in SDP? We have not completed this task and need to complete it. In my attachment, I think I have selected the proper options except for the release stage. See attachment Thanks
Notes default to 'Show this note to Requester'
Is there a way to make the default for Notes to default to 'show this note to requester' for all tickets?
Tracking hosted application licenses
How can you track user based cloud application licensing in ServiceDesk Plus? We have multiple cloud based applications and need to track license usage. Thanks
Configure Action Drop down menu ?
Hello, I would like to know if there any possibilities to add an option in the Action drop down menu for a Request ? We would like to add the "Due By" date directly from the request page without editing the request. Actually (from default) I can edit, delete, pick up,close, merge or link from the Action Button. Can I manage these entries ? Thanks for your help. Regards.
Project Management Module
Dear Manage Engine Community, First off, let me share my surprise as I do not see a "Query-Report" category for the Project Management Module! Has any of you dug into this feature? Is any of youy working on it for your project management office? We are pursuing implementing it. However, we have identified various hampers in the process due to lack of functionalty. We would like to share practices and experiences with clients who have adapted this module into their business and needs. Perhaps,
Customer responses are not posted on the tickets.
I just recently am having an issue with responses from customers not posting with in Service Desk. When a ticket is created, I may need more information so I go into the ticket and click on the "reply" button and an email is generated and sent to the customer. I look at the ticket after I do this and I see a green email icon on the ticket stating an email has been sent. The issue is when the customer replies to the email. I check the mail account and the email is there, but the system isn't picking
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